Checklist of recommended
ITIL® documents
for processes and functions
WHITE PAPER
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
ITIL® is a Registered Trade Mark of AXELOS Limited.
Copyright © 2017 20000Academy. All rights reserved.
1
ITIL process/
function name
Strategy
Management for
IT Services
Service Portfolio
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Strategy Management for IT Services process
Formal process description.
Strategy Plan
Could be one or several documents aimed to
document course of actions to achieve strategic
goals.
Strategy Review Schedule
Time plan to review mission/vision statement as well
as Strategic Plan. Optionally, it could be included in
end sections of Strategic Plan.
Service Portfolio Management process
Formal process description.
Service Portfolio List
A document that contains a list of and information
about services in the service pipeline, service
catalogue, and retired services stages of the service
portfolio.
Service Charter
A document that authorizes service design and build
of new or changed services.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
2
ITIL process/
function name
Financial
Management for
IT Services
Recommended document (click to see the preview)
Definition / purpose of the document
Change Proposal
A document that contains a high-level description of
the proposed changes. It is used to assess and
schedule resources needed to charter the service.
Financial Management Process
Formal process description.
Budgeting and Controlling
Budgeting allows the organization to ensure finances
for the establishment and maintenance of the
services. Next to budgeting is controlling, which is a
mechanism to control spending of the planned funds
and income from the customers.
By establishing such document, the IT organization
will be accountable for the cost of the services and
charging to the customers.
Demand
Management
Demand Management Process
Formal process description.
Business Relationship Management Process
Formal process description.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
3
ITIL process/
function name
Business
Relationship
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Customer Portfolio
This document will help you to keep all relevant
information about your customers in a single place.
Customer Satisfaction Survey
A survey distributed to the customers to gather
feedback about customers’ satisfaction with the
provided services.
Customer Compliment Report
Using this document, customers are able to express
their compliments regarding the IT organization’s
service(s).
Customer Complaint Report
Official document by which customers can express
their dissatisfaction with provided services or related
activities.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
4
ITIL process/
function name
Design
Coordination
Recommended document (click to see the preview)
Definition / purpose of the document
Service Performance Review Report
A document that will provide you with all relevant
information, and which will clearly describe the
status of the service. In such a way, the Business
Relationship Manager will be provided with
necessary inputs while communicating with the
customer.
Design Coordination process
Formal process description.
Service Design Package
Comprehensive service description covering as much
detail as possible, to describe resources and activities
needed throughout the service’s lifecycle.
Service Catalogue Management Process
Formal process description.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
5
ITIL process/
function name
Service
Catalogue
Recommended document (click to see the preview)
Definition / purpose of the document
Service Catalogue
Contains a formal description of the live services or
services getting ready to enter the live environment.
The purpose of the Service Catalogue is twofold:
To be presented to the customers and describe (in
business language) all relevant information about the
service.
To describe (in technical language) the service with
all technical details, and provide the internal IT
organization with the information about related
services, systems, and interfaces.
Service Level
Management
Service Level Management process
Formal process description.
Service Reports
Document that provides details about the service’s
performance, incidents, problems, changes, etc. The
Service Report is used while preparing customer
meetings and discussion about achievements against
the SLA.
Service Level Agreement (SLA)
Formal agreement between the IT organization and
the customer describing roles and responsibilities of
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
6
ITIL process/
function name
Recommended document (click to see the preview)
Definition / purpose of the document
both parties, as well as targets that need to be
achieved.
Operational Level Agreement (OLA)
Agreement between the IT service provider and
another part of the same organization aimed at
defining all targets and responsibilities while
supporting the service.
Customer Agreement Portfolio
List of the agreements with the customers aimed at
providing a single source of basic information about
all active agreements.
Service Level Requirements
Set of service targets and requirements with the
purpose to provide a base for service level targets,
which must be achieved and compared to the
requirements.
Service Improvements Opportunities
Documented opportunities for improvement.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
7
ITIL process/
function name
Availability
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Service Review Meeting Minutes
Provides a written trace of the issues, discussed
topics, agreements, and action items during the
regular meeting between the IT organization and
their customer.
Availability Management Process
Formal process description.
Availability Plan
Document aimed at ensuring that existing and future
availability requirements are provided cost
effectively, to improve the availability of current
services, define availability level of new services, and
modify availability requirements for some of the
existing IT services.
Availability Measurement Report
Document with the purpose to report about
performed measurements of provided services and
components to make sure that deviations in
availability, reliability, and maintainability are
detected, actioned, recorded, and reported.
Capacity Management Process
Formal process description.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
8
ITIL process/
function name
Capacity
Management
IT Service
Continuity
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Capacity Plan
A document that is used to plan sufficient capacity in
response to set demand.
Capacity Measurement Report
Report about the performance of the services and/or
components used by other processes to ensure
service performance, conformance to the service
level requirements, and (incident/problem)
investigation and diagnosis.
IT Service Continuity Management Process
Formal process description.
Business Impact Analysis and Recovery
The purpose of this document is to identify vital
business functions, their requirements toward IT
service continuity, and recovery options.
IT Service Continuity Plan
The purpose of the IT Service Continuity Plan is to
define precisely how the IT organization will recover
or continue the operation of IT services, applications,
systems, or components at the agreed level based on
business requirements.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
9
ITIL process/
function name
Information
Security
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Business Impact Analysis and Recovery
Could be integrated with BIA or IT Service Continuity
Plan. Provides recovery options that apply in case the
IT Service Continuity Plan is activated.
Risk Assessment and Treatment
Formal plan used to perform risk assessment and
treatment.
Information Security Management Process
Formal process description.
Information Security Policy
A document that provides guidelines for Information
Security Management in regards to the provided
services, as well as business needs, and covers all
relevant areas of information security.
Report on Security Breaches
Report with the purpose to identify weak points and
create improvement opportunities in the area of
information security. Could be an integral part of
Incident Management reporting.
Security Test Schedules and Plans
Formal plan when security tests will be performed.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
10
ITIL process/
function name
Supplier
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Security Controls
A document that defines security controls to be
implemented in order to plan activities, manage
implementation, and provide needed resources.
Could be an integral part of the Risk Assessment and
Treatment Plan.
Security Audit and Audit Report
A document that defines the Internal Audit Policy (if
not covered in the scope of the Information Security
Policy), the internal audit program, and the Internal
Audit Report. In such a way, the organization is
provided with all necessary tools to manage and
perform internal audit activities.
Supplier Management Process
Formal process description.
Underpinning Contract
Formal agreement between the IT organization and
the supplier, describing roles and responsibilities of
both parties as well as targets that need to be
achieved.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
11
ITIL process/
function name
Recommended document (click to see the preview)
Definition / purpose of the document
Supplier Performance Report
Report of the supplier’s performance so that the IT
organization gets an overview of the supplier’s
performance and defines appropriate measures.
Supplier Agreement Portfolio
List of all suppliers, with relevant data, aimed at
getting a clear overview and control of involved
suppliers and responsible parties inside the
organization.
Supplier Survey
Survey aimed at getting feedback on the supplier’s
performance from all people (from own organization)
working with the surveyed supplier. The purpose of
such survey is to get a clear picture of the supplier’s
performance and information that can be used while
choosing a supplier or renegotiating the agreement.
Supplier review minutes
Minutes of the meeting with the supplier. The
purpose of such document is to track issues and
action items, and analyze the performance of the
supplier.
Transition Planning and Support Process
Formal process description.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
12
ITIL process/
function name
Transition
Planning and
Support
Change
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Transition Plan
The purpose of the Transition Plan is to:

define the tasks and activities that need to
take place to efficiently move a service from
the design environment to the production,
operations, and maintenance environments.

identify staffing and training needs for
service operation and maintenance.
Change Management Process
Formal process description.
Change Management Policy
A document that is a guideline for the process,
defining all-important aspects of the Change
Management process. It could be an integral part of
the process description.
Request for Change
Formal document that describes the requested
change and triggers change management activities.
Change Record
A record containing all information needed for
change assessment, approval, and implementation.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
13
ITIL process/
function name
Recommended document (click to see the preview)
Definition / purpose of the document
Projected Service Outage
Time plan for change implementation aimed at
making management of change implementation
controllable.
Change Advisory Board Minutes of the Meeting
Provides a written trace of the issues, discussed
topics, change decisions, and actions during the
Change Advisory Board (CAB) meeting.
Service Asset and Service Asset and Configuration Management Process
Configuration
Management
Configuration Records
Audit Reports
Formal process description.
Record with all relevant data about the configuration
items in order to maintain control of the managed
services and environment.
A document that contains all relevant information
from a performed Configuration Management
System (CMS) audit.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
14
ITIL process/
function name
Release and
Deployment
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Service Asset and Configuration Management Plan
A document that defines all rules, scope, and
responsibilities in order to implement Service Asset
and Configuration Management inside the IT
organization.
Release and Deployment Management Process
Formal process description.
Release and Deployment Planning
A formal plan of how to perform release and
deployment of the service. The purpose of this
document is to more easily manage releases.
Service Transition Report
A document with findings about the particular
release and possible action items after the release of
the service into the live environment.
Customer Release and Deployment Policy
A document that defines specifics for a certain
customer in order to efficiently manage the
customer’s release.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
15
ITIL process/
function name
Recommended document (click to see the preview)
Definition / purpose of the document
Service
Validation and
Testing
Service Validation and Testing Process
Formal process description.
Test Plan
Document that plans and records tests and test
results. It helps to maintain control of the time
schedule of various testing of the service.
Change
Evaluation
Change Evaluation Process
Formal process description.
Evaluation Report
A document that tracks all issues of the evaluated
change.
Knowledge Management Process
Formal process description.
Knowledge Management Plan
A document with the purpose of defining and
managing sources of knowledge that the IT
organization uses, and defining the technology that
supports that knowledge and knowledge usage.
Training and Awareness Plan
A document used to identify, evaluate, and plan
training and awareness needs and activities.
Knowledge
Management
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
16
ITIL process/
function name
Event
Management
Incident
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Event Management Process
Formal process description.
Event Management Catalogue
A catalogue that documents various event categories
and serves for event categorization purposes as well
as for efficient handling of events.
Event Record
A record containing all information needed for event
assessment and response. Usually integrated into a
tool.
Incident Management process
Formal process description.
Incident Catalogue
A catalogue that documents various incident
categories and serves for incident categorization
purposes as well as for efficient handling of incidents.
Incident Record
A record containing all information needed for
incident assessment, diagnosis, recovery, and
resolution. Usually integrated into a tool.
Major Incident Report
A document with all details and lessons learned after
a major incident takes place.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
17
ITIL process/
function name
Request
Fulfillment
Problem
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Request Fulfillment Process
Formal process description.
Service Request Catalogue
A catalogue that documents various event categories
and serves for service request categorization
purposes as well as for efficient handling of service
requests.
Service Request Record
A record containing all information needed for
service request assessment and fulfillment. Usually
integrated into a tool.
Problem Management Process
Formal process description.
Problem Catalogue
A catalogue that documents various problem
categories and serves for problem resolution
purposes as well as for efficient handling of
problems.
Problem Record
A record containing all information needed for
problem assessment, diagnosis, recovery, and
resolution. Usually integrated into a tool.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
18
ITIL process/
function name
Access
Management
Service Desk
Recommended document (click to see the preview)
Definition / purpose of the document
Major Problem Report
A document with all details and lessons learned after
a major problem takes place.
Known Error Record
A document that contains all relevant data about the
known error. The purpose of the record is to
preserve and share knowledge of the IT organization.
Minutes of Meeting of Major Problem Review
Provides a written trace of the issues, discussed
topics, decisions, and actions related to a major
problem.
Access Management Process
Formal process description.
Conflicts and Exceptions
List of conflicts and exceptions related to the IT
services in order to efficiently manage them.
Access Management Record
A record containing all information needed for
managing access. Usually integrated into a tool.
Service Desk Function
Formal function description.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
19
ITIL process/
function name
Technical
Management
IT Operations
Management
Recommended document (click to see the preview)
Definition / purpose of the document
Technical Management Function
Formal function description.
Skills inventory
A document describing which skills are needed to
deliver services at the required service level.
IT Operations Management function
Formal function description.
Standard Operating Procedures
A document with detailed instructions and
description for every IT operations management
team, department, or group.
Operations Log
A document with recorded activities aimed at
confirming successful completion of tasks and
delivery of agreed IT service, or serves as a basis for
root cause analysis from problem management.
Shift Schedule and Report
A document that outlines the exact activities that
need to be carried out during the shift. The purpose
of the document is to better manage shifts.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
20
ITIL process/
function name
Application
Management
7-step
improvement
process
Recommended document (click to see the preview)
Definition / purpose of the document
Application Management Function
Formal function description.
Application Portfolio
A document that lists all applications used to support
IT services.
Measurements and Reports
A document containing consolidated measurement
data and reports. The purpose of this document is to
provide information needed to set improvement
initiatives.
Service Improvement Plan
The purpose of this document is to document service
measurement results and manage respective
improvement measures.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
21
Useful resources
These online materials will help you with ITIL® implementation:

Here you can download a free preview of ITIL® Documentation Toolkit – in this free preview, you will be able to see the Table of Contents of each of
the mentioned documented procedures, as well as a few sections from each document.
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
22
Advisera Expert Solutions Ltd
for electronic business and business consulting
Zavizanska 12, 10000 Zagreb
Croatia, European Union
Email: support@advisera.com
U.S. (international): +1 (646) 759 9933
United Kingdom (international): +44 1502 449001
Toll-Free (U.S. and Canada): 1-888-553-2256
Toll-Free (United Kingdom): 0800 808 5485
Australia: +61 3 4000 0020
Copyright ©2017 Advisera Expert Solutions Ltd. All rights reserved.
23